Vice President - Workforce Management

Key Accountabilities:

• WFM Fundamentals understanding – Must have a complete understanding of WFM Fundamentals, end to end process from forecasting to scheduling & planning
• Proven experience working in medium/large WFM environments and contact centres, supporting multiple channels, inbound, outbound & chat as primary skills
• Advanced forecasting capability – top to bottom forecasting capability, an ability to manage/create all elements of a forecasting scenario inclusive of short-term, mid-term, and long-term forecasting and capacity planning
• Demonstratable experience in the use of Aspect WFM in forecasting from top to bottom processes ranging from interval management to budget planning and forecasting. Anaplan experience would be an added advantage.
• Stakeholder management – Must be able to manage and work with Stakeholders up to Head-Of level, Partner with other WFM specialist teams as well Change/Projects, L&D & other WFM Support team
• Advanced MS Excel skills, intermediate reporting capability as a minimum skill set, ability to interpret data and provide solutions and ideas relating to WFM strategies and plans
• Ability to function in a virtual team environment, with enterprise thinking to make/propose ideas/solutions as required

Essential capabilities:

• Strong understanding of Aspect (eWFM/Alwaria), Genesys and Anaplan
• Excellent knowledge of software and spreadsheet applications (Excel, Access, SQL)
• Ability to read, interpret and apply insights and recommendations
• Ability to communicate complex information in a neutral and professional manner

Other capabilities

• Workforce analytics , time management and project management